A Study on Customer Perception towards Technology Based Banking Services in India

Abstract In this era of globalization, every organization in the world improves its business processes by adopting advanced technologies and innovations. Financial innovation enables effective delivery of services by organizations. Technology-based financial services can make the delivery of basic financial services to poor and unbanked populations more convenient and cost-effective. In this direction, institutions involved in financial inclusion programs are showing greater interest in adopting advanced consumer-friendly innovations. Financial inclusion is the delivery of financial services at affordable costs to the lower- and low-income groups of society. Currently, many financial innovations are being made in the process of financial inclusion, such as online banking, mobile banking, and transactions using advanced apps. To provide more sustainable financial services to the poor, financial inclusion-based intuitions such as MFI’s are introducing technology-based services to maximize their effectiveness in eradicating poverty. This study aims to understand customer perceptions of the effect of modern technology-based services on financial inclusion programs.